Communication
Customer Communication Scripts
Ready-to-use templates for transparent customer communication during and after incidents.
Communication · intermediate · 1-2 hours preparation
Communication templates for customer notification during security incidents.
Steps
4
01
Initial Notification
First communication to customers.
- Acknowledge the incident
- Describe what we know so far
- Explain what we're doing
- Provide guidance for customers
- Set expectation for updates
02
Progress Updates
Ongoing updates during incident.
- Summarize investigation progress
- Update impact assessment
- Describe additional actions taken
- Revise customer guidance if needed
- Set expectation for next update
03
Final Resolution
Closing communication.
- Confirm incident resolved
- Summarize what happened
- Detail actions taken
- Describe improvements made
- Thank customers for patience
04
FAQ Development
Prepare for customer questions.
- Anticipate common questions
- Prepare clear answers
- Develop guidance for support team
- Create self-service resources
Checklist
- Initial notification drafted and reviewed
- Legal has approved language
- Distribution list verified
- Support team briefed
- FAQ prepared
- Customer portal updated (if applicable)
- Social media response prepared
- Update schedule established
- Resolution notice planned
Evidence
- Notification drafts
- Legal approval records
- Distribution records
- FAQ document
- Customer feedback
Communication
- Initial notification template
- Progress update template
- Resolution notice template
- FAQ document template